IT Service Desk Manager

Location: Bath, UK; hybrid work.

Company

hirify.global is a global flow control and instrumentation company serving industries including oil and gas, water, shipping, pharmaceuticals, and food.

What you will do

• Lead the global service desk operation and oversee day-to-day service desk activities.
• Ensure consistent delivery of high-quality IT support and improve customer satisfaction.
• Develop and implement IT service management policies, procedures, and service standards.
• Produce customer service reports for operational and executive stakeholders.
• Lead service improvement initiatives and optimise operational processes.
• Build, coach, and develop the service desk team while advocating for required resources and support.

Requirements

• Proven experience managing a service desk in a technology environment.
• Experience in people management and team building, including coaching and developing employees.
• Experience producing high-quality customer service reports for operational and executive stakeholders.
• Ability to develop and implement IT service management policies and procedures.
• ITIL qualification at Foundation level as a minimum; Practitioner is preferred.
• Good knowledge of ServiceNow.
• Successful track record delivering IT service improvement initiatives.
• In-depth understanding of end-user technology, infrastructure, and cybersecurity.
• Knowledge of relevant industry standards and service management best practices.
• Strong communication skills with the ability to influence and persuade stakeholders.
• Ability to promote the service desk, advocate for resources, understand the organisation's business, manage time effectively, and model leadership.
• Flexible approach to the content and hours of work.

Culture & Benefits

• Opportunity to take ownership of a critical IT function and influence support service delivery.
• Focus on continuous improvement, engineering excellence, and sustainable business growth.
• Opportunity to develop talent and shape the future direction of the service desk operation.